I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying ...

What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your marketing strategy? To uncover practical advice and real-world experiences, we ...

Balancing business growth with exceptional customer service is one of the most challenging yet rewarding aspects of franchise leadership if you get it right. As a franchising executive and CEO of ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

I recently spoke to a friend who was frustrated by a customer service experience with his mortgage company. Before this incident, he had liked the bank and found them easy to work with. He had ...

From decorating their front desks to offering gifts and rewards, all these activities that take place during the week are aimed at boosting morale and teamwork in organisations. It is a time to reward ...

A final update on my journey out of the London Heathrow chaos, along with a few takeaways that the incident made me think about, not just for the airline and airport directly involved, but for the ...

Unexpected disruptions can transform an anticipated trip into a logistical challenge. My recent experience with Philippine Airlines (PAL) and Morerooms highlighted several lessons in service marketing ...